Service Desk Engineer - Level 1

We are seeking a young, highly charged, strong tech-savvy person to fulfill our requirement for Service Desk Engineer Level 1.

Responsibilities:

• Identify and assess customers’ needs to achieve satisfaction
• Taking ownership of customer issues reported and seeing problems through to resolution
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Identify the appropriate response and strategy to solve customer issues as quickly as possible
• Provide prompt and accurate feedback to customers
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Monitor the event alerts, notify the concerned team, and process the requests from the end-users to level 2 and 3 support engineers.
• Monitor the metric alerts, and performance-related issues like high CPU utilization, and high Memory utilization.

Technical Requirements:

• 1 to 2 years of working experience as Customer Support Executive / Support Desk Engineer/
• Must be familiar with ITSM model-based ticketing systems i.e. Jira, Freshservice, Servicenow, etc 
• Should have excellent knowledge in alert Monitoring, Reporting, and Escalations
• Should have a basic understanding of any cloud platform like AWS, Azure, GCP
• Possess excellent written and verbal communication skills in English

Qualification:

BSCS/MSCS/BSIT/BSSE or related field